How Digitally-Fueled Customer Support Can Drive Ecommerce Growth

| Anand Janefalkar

While ecommerce is growing at double-digit levels, much of the focus has been on digitally transforming the purchasing experience, but the customer support experience is often overlooked. Here are ways both enterprise retailers and SMBs can transform their digital approach to customer support, boosting loyalty and sales.

Your Input Matters: Take Our MCM Outlook Survey 2020

| Mike O'Brien

What major trends are driving rapid changes in ecommerce and DTC, and what do they mean for your business? Multichannel Merchant’s annual MCM Outlook survey helps uncover how our audience is reacting to today’s business challenges and market shifts. Complete the survey today and be entered to win a $100 Amex card!

How JOANN Stores Upped Its Customer Service Game

| Mike O'Brien

JOANN Stores, a specialty retailer of crafts and fabrics, has seen better and faster issue resolution by upgrading its customer care platform. Hear how JOANN was able to improve its customer care metrics, including reducing ticket backlog and speeding up response times, and boost its NPS scores, in this MCM CommerceChat podcast.

Insourcing vs. Outsourcing Customer Care: The Pros and Cons

| MCM staff

To outsource or not to outsource customer care, that is the question. And unfortunately, the answer is a resounding, “it depends.” Colin Taylor, CEO at Taylor Research Group, and William Pocock, senior operations manager for Dick’s Sporting Goods, suggested 8 steps to help merchants frame up the decision.

10 Tips for Balancing Self-Service, Hands-On Customer Care Support

| MCM staff

Consumers are getting better at navigating ecommerce on their own. But not every feature of customer care can or should be automated, leaving merchants to figure out where to lend hands-on support, and what to make self-service. An expert panel at Ecommerce Operations Summit 2019 provided 10 tips to help you navigate this issue.

The Farmer’s Dog Sees Customer Care Success

| Daniela Forte

Offering an authentic experience and maintaining long-lasting relationships with its customers is a goal for subscription-based dog food company The Farmer’s Dog. Here is how the company improved its customer care experience.

One Click Infuses Its Core Values and Brand Mission in Customer Care

| Daniela Forte

Indianapolis-based eyewear company One Click runs its entire business, particularly its customer care center, by implementing core values and spreading its brand mission. Angie Stocklin, Co-founder and COO, recently shared how the company hires and trains new contact center agents at Ecommerce Operations Summit 2019.

Vera Bradley Sees Results with Text Solution for Customer Care

| Mike O'Brien

High-end handbag, luggage and accessories seller Vera Bradley was looking to enhance the customer experience by adding texting as a contact channel, after realizing shoppers might have already been trying to send texts to customer service numbers. See what results the company experienced with an integrated text solution.

Holiday Customer Service Will Measure Up – If You’re Prepared

| Kim Houlne

Consumers expect articulate customer reps—online and in person—well-versed in your products and services. This only escalates during the holidays. Thus call centers are pressed to perform at year-end. Here’s a laundry list of suggestions and some telling Q&As to help you determine what success looks like during peak season.